Composition / Hermes operations console

Mufflermen Hermes control plane

The full Hermes operations console composed end-to-end — live conversation rail on the left, active chat in the middle, run inspector on the right, plus escalation queue, tool palette, automation rules, cost budget, safety filter chain, evaluation rubric, persona snapshot, prompt template winner, knowledge source health and a sampled transcript. Realistic Mick Davis Hilux scenario driving the centre.

Production answer

Mufflermen Hermes control plane is a reusable Oak Flats Muffler Men UI primitive with documented states, accessibility expectations, theme behavior, and implementation evidence.

Primary CTAReview Mufflermen Hermes control plane states
Generative search brief

Mufflermen Hermes control plane: The full Hermes operations console composed end-to-end — live conversation rail on the left, active chat in the middle, run inspector on the right, plus escalation queue, tool palette, automation rules, cost budget, safety filter chain, evaluation rubric, persona snapshot, prompt template winner, knowledge source health and a sampled transcript. Realistic Mick Davis Hilux scenario driving the centre.

Composition · Hermes v1.4 · operator Daniel · 5 live conversations

Token budget · Today

Burn rate per hour · projected end-of-day
59%
Spent$2.84of $4.80
Tokens184,212
Burn rate vs cap
Projected end of today$4.12 · 86% of cap
Cost / conversation$0.42
Hourly spend in AUDGrouped bar chart with 1 series across 24 categories.0$0$1$1$1$00h01h02h03h04h05h06h07h08h09h10h11h12h13h14h15h16h17h18h19h20h21h22h23h
Burn rateCap · $4.80

Safety filter chain

Pre-input → moderation → grounding → post-output
  1. Pre · input

    PII redactor

    Strips ABNs · phone numbers · address fragments.
    28Hits · 24h
  2. Pre · input

    Profanity & abuse

    Mufflermen civility threshold.
    4Hits · 24h
  3. Post · output

    Grounding check

    Block responses that drift from retrieved sources.
    12Hits · 24h
  4. Post · output

    Out-of-scope advice

    Catches medical · legal · engineering sign-off attempts.
    2Hits · 24h
  5. Post · output

    Tone moderation

    Soften any sharp replies before send.
    6Hits · 24h
Inspected1,846
Blocked52
Escalated18

Escalation queue

Sorted by priority · oldest at top within each lane
  • P1 · Critical

    Manta DPF warranty rattle · refund request $480

    esc_9183·Refund > $200 AUD trigger · disputed warranty claim.·4m
    Bec SinghFront desk · manager
  • P2 · High

    After-hours emergency · Hilux on side of M1

    esc_9184·Vehicle stranded · customer requesting urgent tow info.·1m 36s
    Sam WhittakerWorkshop lead · on-call
  • P3 · Watch

    Engineered exhaust ADR cert · uncertain fitment

    esc_9185·Confidence under 50% · missing variant data.·7m 12s
    Jordan RileyBay 2 tech
Open4
SLA breached1
Resolved · 24h18

Live conversations

Sweet, Friday arvo works. Around 1:30 if it's free.
12s
Following up on Tuesday's quote — still good for next week?
3m 4s
Is the mild steel BA mid-pipe in stock at Oak Flats?
46s
Need an ADR cert for an engineered exhaust — what's the wait?
10m 12s
Booked in for Saturday 9 am — sorted.
0s

Tool palette

4 of 4 enabled

Hermes · Mick Davis

Oak Flats NSW · web-chat · 14m on site
v1.4 · gpt-4o-mini
  1. G'day Hermes. Got a 2018 Hilux N80 with the long-range tank — what's the damage on a Manta 3in cat-back?
  2. Hermesgpt-4o-mini
    Morning Mick. For the N80 with the 130L long-range you'll want the high-clearance variant. Out the door it's $1,695 fitted at our Oak Flats bays. Bay 2 is open Friday arvo — want me to pencil you in?
    Tool trace · 1 call
    Quote · estimateDone412ms
    Input
    JSON
    {  "vehicle": "Hilux N80 (2018)",  "fitment": "long-range tank",  "sku": "manta-3in-cat-back-hc"}
    Output
    JSON
    {  "partsAud": 1495,  "labourHours": 2.5,  "labourAud": 200,  "totalIncGstAud": 1695}
    [1]Manta high-clearance cat-back · N80 fitment guideManta high-clearance cat-back · N80 fitment guideStep-by-step on the 12mm clearance offset required for N80 trucks running the 130L long-range tank.https://docs.mufflermen.com.au/fitment/hilux-n80-manta[2]Workshop hours · Oak Flats NSWWorkshop hours · Oak Flats NSWMon–Fri 7:30–17:00, Sat 8:00–12:00, Sun closed.https://docs.mufflermen.com.au/policies/hours
  3. Sweet, Friday arvo works. Around 1:30 if it's free.
  4. Hermesgpt-4o-mini
    Locked in Bay 2 · Fri 1:30 pm. I'll flick the confirmation through to your email + send a calendar invite. Anything else I can pre-pull for the job?
    Tool trace · 1 call
    Bookings · createRunning
    Input
    JSON
    {  "bay": "bay-2",  "slot": "2026-06-05T13:30:00+10:00",  "customerId": "cust_mick_davis_8821",  "jobSku": "manta-3in-cat-back-hc"}
1,200 left⌘Enter
Handoff · esc_9183

Karen W. → human handler

Refund > $200 AUD requested · disputed Manta DPF warranty claim.

Bec SinghFront desk · manager
SLA · accept by4m

Run · run_8847

Conversation with Mick Davis · 6 steps
Tokens1,843
Cost$0.42
Total3.28s
  1. Plan

    Plan response

    User asking for cat-back price for a 2018 Hilux N80 with long-range tank. Need fitment lookup → quote → check bay availability.

    10:14:02184ms
  2. Tool call

    Quote · estimate

    Pull Manta high-clear cat-back price for N80 long-range.

    {
  "vehicle": "Hilux N80",
  "fitment": "long-range",
  "sku": "manta-3in-cat-back-hc"
}
    10:14:02412ms
  3. Reflection

    Reflect on grounding

    Price + fitment doc both retrieved. Confidence high. Offering Friday Bay 2 slot to capture the booking intent.

    10:14:0396ms
  4. Response

    Compose response

    Friendly tradie tone, AUD inc GST callout, soft booking ask. Two citations attached.

    10:14:03312ms
  5. Tool call

    Bookings · create

    Reserve Bay 2 · Fri 1:30 pm AEST for Mick Davis.

    {
  "bay": "bay-2",
  "slot": "2026-06-05T13:30:00+10:00",
  "customerId": "cust_mick_davis_8821"
}
    10:15:111.84s
  6. Response

    Confirm booking

    Send email + calendar invite once the bay write succeeds.

    10:15:13—

Hermes · v1.4

Persona · tone · refusals · hours · escalation
v1.4
  • No medical or legal advice — route to a qualified human.
  • Always confirm fitment year + variant before quoting.
  • Never promise stock outside the supplier feed window.
Mon7:30–17:00
Tue7:30–17:00
Wed7:30–17:00
Thu7:30–17:00
Fri7:30–17:00
Sat8:00–12:00
SunClosed
  • Missing fitment data→ Bay 2 lead · Sam WhittakerSLA · 5m
  • Refund > $200 AUD→ Front desk manager · Bec SinghSLA · 5m
  • Active customer dispute→ Manager queue · Jordan RileySLA · 5m

Knowledge sources

Mufflermen CMS · workshop docs

CMS docs172 docs · /workshop-hours · /policies
Records
172
Last sync
00:14m

Manta supplier feed

Supplier feedHourly poll · price + stock + lead time
Syncing 64%
Records
812
Last sync
01:02m

Phone transcripts · 14d window

Call transcriptsWhisper auto-transcription · OAuth Twilio
Records
246
Last sync
4d ago
Sales · rule-quote-followup

Quote follow-up · 48h chase

Trigger

Quote sent · no reply within 48h

Condition

Quote total ≥ $500 AUD · customer not on Do-Not-Contact

Action

Send SMS via Hermes with quote refresher + Bay 2 slot offer

Runs / 7d142
Success86.0%
Last run13:02 AEST
Service · rule-afterhours-triage

After-hours triage

Trigger

New chat arrives · workshop closed

Condition

Channel is not phone · message not flagged as urgent

Action

Reply with hours + offer to book first available slot

Runs / 7d286
Success94.0%
Last run06:41 AEST
Compliance · rule-refund-guard

Refund > $200 · human approval

Trigger

Hermes proposes refund.process

Condition

Refund amount > $200 AUD

Action

Pause · route to manager queue with full transcript

Runs / 7d8
Success100.0%
Last runYesterday 16:48
Sales · tpl_quote_ack

Quote acknowledgement · SMS

Cheers {{customer.firstName}} — quote {{quote.reference}} for {{quote.totalAud}} AUD inc GST is yours for 14 days.

If you'd like to lock in Bay 2 while parts are still in stock, I can pencil you in for {{slot.label}}. Just say the word.

— Hermes
Oak Flats Mufflermen
Test cases · last suite run · 14:02 AEST
  • Mentions AUD inc GST
    Response must include `inc GST` token.
    PASS
  • Names a Bay 2 slot
    Response includes slot.label placeholder substitution.
    PASS
  • Stays under 90 words
    Word count ≤ 90 to keep SMS-safe.
    PASS
  • No legal disclaimer dump
    No `T&Cs apply` boilerplate.
    FAIL
Win-rate vs prev · n=612
Win-rate trendTrend over 12 samples ranging from 42.0 to 79.0.

Weekly QA sample

Sample period · 27 May → 02 Jun 2026 · 5 runs
Overall87.9
Grade
RunAccuracyToneSafetyResolutionReviewer
run_8842Hilux N80 cat-back quote
96
92
100
88
Bec S.
run_8843Commodore SS quote follow-up
82
88
100
76
Bec S.
run_8844Manta DPF warranty rattle
64
72
92
48
Sam W.
run_8845Falcon BA mid-pipe stock
90
84
100
92
Jordan R.
run_8846Saturday booking confirmation
98
96
100
100
Jordan R.

Mick Davis · conv_44521

Duration · 8m 14s · 7 turns
  1. 10:14:00t01
    System · Session

    Session opened · channel = web-chat · customer = Mick Davis (cust_mick_davis_8821).

  2. 10:14:02t02
    Customer · Mick Davis

    G'day Hermes. Got a 2018 Hilux N80 with the long-range tank — what's the damage on a Manta 3in cat-back?

  3. 10:14:02t03
    Tool · quote.estimate

    Quote estimate invoked for Manta high-clearance cat-back on N80 long-range.

    Expand tool call · Quote · estimate
    Input { "vehicle": "Hilux N80", "fitment": "long-range", "sku": "manta-3in-cat-back-hc" } Output { "partsAud": 1495, "labourHours": 2.5, "labourAud": 200, "totalIncGstAud": 1695 }
  4. 10:14:03t04
    Hermes · Hermes

    Morning Mick. For the N80 with the 130L long-range you'll want the high-clearance variant. Out the door it's $1,695 fitted at our Oak Flats bays. Bay 2 is open Friday arvo — want me to pencil you in?

    [1]Manta high-clearance cat-back · N80 fitment guideManta high-clearance cat-back · N80 fitment guideStep-by-step on the 12mm clearance offset required.https://docs.mufflermen.com.au/fitment/hilux-n80-manta[2]Workshop hours · Oak Flats NSWWorkshop hours · Oak Flats NSWhttps://docs.mufflermen.com.au/policies/hours
  5. 10:15:11t05
    Customer · Mick Davis

    Sweet, Friday arvo works. Around 1:30 if it's free.

  6. 10:15:11t06
    Tool · bookings.create

    Bay 2 booking attempt — Friday 1:30 pm AEST.

    Expand tool call · Bookings · create
    Input { "bay": "bay-2", "slot": "2026-06-05T13:30:00+10:00", "customerId": "cust_mick_davis_8821" } Output { "bookingId": "bk_44521", "status": "confirmed" }
  7. 10:15:13t07
    Hermes · Hermes

    Locked in Bay 2 · Fri 1:30 pm. Calendar invite + email confirmation sent. Anything else I can pre-pull for the job?